FINRA Licensed Customer Experience Lead
Job Summary
Leading a team of customer support representatives, the full-time FINRA Licensed Customer Experience Lead will provide high-quality service, coach team members, and manage escalations while working overnight shifts in a hybrid environment based in Denver, CO.
Key responsibilities
- Develop and coach a team of customer experience representatives to deliver exceptional support
- Handle escalated customer concerns and resolve complex issues with urgency
- Oversee daily operations, including queue management and service-level adherence
Required qualifications
- Active FINRA Series 7 and Series 63; Series 9/10 or 24 preferred (or ability to obtain 9/10 within 120 days)
- Strong coaching and leadership skills with a focus on developing frontline talent
- Proven ability to thrive in a fast-paced, high-volume environment
- Flexibility in scheduling to meet business needs
- Experience in performance metrics monitoring and continuous improvement initiatives
Complete Job Description
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